Policies and Procedures

Orders

• In stock items will ship in 3-5 business days.

• All made-to-order and commissioned pieces take 4-5 weeks to make, unless noted.

• Email hello@mysamplehaus.com for commission orders.  Be as detailed as possible with images, quantities, and budget.

RETURNS & EXCHANGES

• If you are not 100% satisfied with your order, we will happily issue you a refund. Please email us at hello@mysamplehaus.com with your intention to return within 15 days of receiving and we will promptly send return instructions. Returns must be shipped within two weeks of contacting us.

• SampleHAUS is not responsible for shipping fees if you receive an item you don't like. This includes but is not limited to glaze preference or form preference or size.

• Due to the nature of items selling out, exchanges will be made-to-order and take between 4-5 weeks.

RECEIVED DAMAGED?

• If your pottery arrives broken, please take a photograph of the damage and send the pictures over to hello@mysamplehaus.com.

• Hold on to the damaged box and items, you may need to show proof of damage to your local post office. This process could take 3-4 weeks.

• Once the claim is approved, we'll get a replacement out to you. Due to the nature of items selling out, replacements my be made-to-order and take between 4-5 weeks.

 

UNLESS YOU ARE RETURNING OR EXCHANGING AN ITEM THAT ARRIVED DEFECTIVE OR DAMAGED, YOU WILL BE RESPONSIBLE FOR SHIPPING COSTS. PLEASE NOTE THAT THE RESPONSIBILITY FOR SAFELY GETTING BREAKABLE ITEMS BACK TO US FALLS ON YOU. WE ARE UNABLE TO EXCHANGE ITEMS THAT ARE RETURNED TO US IN ANYTHING LESS THAN LIKE-NEW CONDITION SO IF THE ITEM IS DAMAGED IN TRANSIT, YOU WILL NOT RECEIVE ANY REFUND. BRING YOUR RETURNS TO A TRUSTED SHIPPER TO PACK THE ITEMS IF YOU'RE WORRIED ABOUT YOUR PACKAGING SKILLS. THE COST OF SHIPPING IS NON-REFUNDABLE AND WILL NOT BE COMPED.